Agency BPO Account Manager

Location: Cincinnati
Posted on: November 20, 2024

Job Description:

General Function: BPO Account Manager is responsible for internal discovery and transitions through all stages until delivery to Off Shore team. The major objective is to process map and coordinate all efforts to achieve the desire results of the Business. Accountmanagerwill lead each Line of business through critical process steps on each engagement including: process mapping, PIP process through PPM, Risk engagement, RAD creation and completion, NPI process and sign off and Risk Review. External (customersoutsideof 5/3) discovery and transitions will also be assigned in coordination with offshore partners as needed. Account managers will be responsible for coordination with offshore teams to complete transition process and ensure training / knowledgetransfer isacceptable to exceed line of business objectives. Account Manager will work with off shore partner to set performance metrics meeting the Bancorp''s standard and coordinate quarterly business reviews.

Essential Duties and Responsibilities:

. Responsible for assigned internal engagements working with Line of business to off shore targeted objective to include discovery and transition processes.

. Responsible for discovery and transition processes working with off shore team to include: process mapping, NPI Process, Risk Review, RAD creation and Risk/IT approval.

. Partner with Sourcing to ensure SOW is created with Business approval.

. External Customer discovery and transition activity assigned as needed

. Responsible for exceeding Internal/External customer''s needs and delivering transitions on time at cost with a high degree of quality.

. Partnership with sourcing, risk, IT, EPMO, and other core offshore support departments to ensure smooth transitions while adhering to Bancorp risk and compliance policies.

. Partner with SLK transitions resources to ensure adequate availability of resources to meet pipeline demand.

. Partner with SLK Operations and ensure productivity and quality standards are met on each customer engagement.

. Identify and implement process improvement/efficiencies within current BPO operations on-shore and off-shore

. Re-engineer internal processes to enable off shoring, through lean/six sigma methodology.

. Maintain reporting/tracking on all activity associated with each off shore engagement

. Daily communication with vendor and LOBs highlighting current state of off shored processesa and any issues that needs to be addressed.

. Work closely with Compliance officer to ensure compliance and risk standards are met on each engagement

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